Gas Meter Readout Frozen - Avro Energy not responding to emails/phone calls

fejjie

I've had my energy supplied by Avro Energy for a couple of years. Over this time I've had two failed meters, which have eventually been replaced.
I input my gas readings each month, and realised last month that the Avro system hadn't accepted the readings and had put estimates in.  When i looked again, I realised that the readings hadn't changed over the last two months, the digital display is frozen.  I take photos each month on my phone, hence I could check.
Now the issue.  Avro aren't responding to calls or emails.  I first tried to call them 10 days ago and got a recorded message I was told to email and then the call cut off. I have emailed pretty much every day since and have heard nothing back.
Does anyone know if they are still operating? Obviously Covid won't help, but I thought I might get a response of some sort.
I'm not totally sure when the meter stopped working, so that is obviously worrying.
Is there anyone else I can/should report the issue too?
TIA

JohnB47

fejjie said:

I've had my energy supplied by Avro Energy for a couple of years. Over this time I've had two failed meters, which have eventually been replaced.
I input my gas readings each month, and realised last month that the Avro system hadn't accepted the readings and had put estimates in.  When i looked again, I realised that the readings hadn't changed over the last two months, the digital display is frozen.  I take photos each month on my phone, hence I could check.
Now the issue.  Avro aren't responding to calls or emails.  I first tried to call them 10 days ago and got a recorded message I was told to email and then the call cut off. I have emailed pretty much every day since and have heard nothing back.
Does anyone know if they are still operating? Obviously Covid won't help, but I thought I might get a response of some sort.
I'm not totally sure when the meter stopped working, so that is obviously worrying.
Is there anyone else I can/should report the issue too?
TIA

Are you taking about a smart meter display freeze or the display on the 'In house Display' (IHD)? I would be very surprised if you've had two failed meters and now another dicky one - actual meters that is.
I have no knowledge of this but if it is the IHD display that's frozen, perhaps disconnecting it from the mains, or removing batteries and/or resetting it somehow, might help.
You do know that you can get the readings from the meter itself? Although if Avro aren't accepting any from you, that won't help. It could help you keep a record of your usage however.
I also input readings to Avro each month with no problems.

fejjie

Hi, it's not a smart meter, it's an under house meter accessed through a panel in front of the house.  First one to be fair, didn't fail, a gas engineer broke a valve when he was trying to do some work on it.  The replacement did go dead, the batteries went flat apparently.  This one is just showing the same number display all of the time.  I don't really want to go near it, gas and all that.

jbuchanangb

Keep giving them the reading every month. Email them regularly to tell them you think there is a problem. In my last property there was no gas consumption from end May to end September, so the readings were the same every month. That was not a sign of a dodgy meter. If you are on a monthly direct debit, keep paying it. You could start the complaint process, by sending a written letter to them headed "Complaint". Eventually they will wake up.

JohnB47

You said: "I input my gas readings each month, and realised last month that the Avro system hadn't accepted the readings and had put estimates in."
Just one thing to bear in mind. My date, with Avro, to input my meter readings (on-line) is 8th of the month. If I input them on an earlier date - even the day before, my bill shows my reading and then an estimated reading for the 8th.
It seems that you are getting bills. Are you sure your readings aren't there as well as their estimated readings? Are your bills showing zero energy used then (just the standing charge)?
Also, each time I input readings on-line, I can see the last readings I gave them. Do you see that trail?

fejjie

JohnB47 said:

You said: "I input my gas readings each month, and realised last month that the Avro system hadn't accepted the readings and had put estimates in."
Just one thing to bear in mind. My date, with Avro, to input my meter readings (on-line) is 8th of the month. If I input them on an earlier date - even the day before, my bill shows my reading and then an estimated reading for the 8th.
It seems that you are getting bills. Are you sure your readings aren't there as well as their estimated readings? Are your bills showing zero energy used then (just the standing charge)?
Also, each time I input readings on-line, I can see the last readings I gave them. Do you see that trail?

Nope, each bill just shows the estimates, I will keep sending the real reading (that doesn't change) in though.  My concern is without a real reading they will estimate the bills and time is passing.  There doesn't seem to be anyone else to complain to until 8 weeks is up, which as I didn't notice the fault will be about 4/5 months.

brewerdave

fejjie said:

JohnB47 said:

You said: "I input my gas readings each month, and realised last month that the Avro system hadn't accepted the readings and had put estimates in."
Just one thing to bear in mind. My date, with Avro, to input my meter readings (on-line) is 8th of the month. If I input them on an earlier date - even the day before, my bill shows my reading and then an estimated reading for the 8th.
It seems that you are getting bills. Are you sure your readings aren't there as well as their estimated readings? Are your bills showing zero energy used then (just the standing charge)?
Also, each time I input readings on-line, I can see the last readings I gave them. Do you see that trail?

Nope, each bill just shows the estimates, I will keep sending the real reading (that doesn't change) in though.  My concern is without a real reading they will estimate the bills and time is passing.  There doesn't seem to be anyone else to complain to until 8 weeks is up, which as I didn't notice the fault will be about 4/5 months.

Do your actual meter reads show on the Avro website? I seem to remember from my period with Avro, that my actuals appeared on the site even when I submitted on the "wrong" date which led to estimates being used for monthly statements. ( Can't check because my closed Avro account shows statements but the meter readings have vanished!)

spiro

They have 15 working days from when you have notified them that the meter is faulty to confirm to you what they are going to do to rectify it. I suggest you contact them via email/letter clearly labelled Complaint detailing all the date you have notified them of the issue and that they are not complying with the perfomance as set by OFGEM.